Our staff providing care from our Broadland office do so with compassion, kindness, dignity and respect, according to a recent Care Quality Commission report.
Service-users are supported with dignity and respect while being involved as partners in their care and the inspectors were told: “They are all ever so nice, I think of them as my friends, we have a laugh together.”
“People consistently felt consulted and involved in their care. One relative said ‘[Staff] are very proactive and communicate even the slightest thing to me,” says the report.
Regular training, support and management monitoring of staff were also highlighted by the inspectors. The in-depth face-to-face training we provide as part of the detailed induction was also singled-out for mention within the report.
“Staff completed the care certificate. This is a nationally recognised induction which covers all the standards considered mandatory for adult social care,” says the report.
“Training included manual handling, dementia and infection control and, in addition, specialist areas such as supporting people with catheter and stoma bags.
“Staff consistently felt training was good,” said the report, which awarded the office a rating of Good for both key areas of effectiveness and caring.
Our team also works with other agencies to provide consistent, effective and timely care which supports people to live healthier lives, access healthcare services and support.
The CQC report also highlighted the promotion of a ‘positive culture that is person-centred, open, inclusive and empowering which achieves good outcomes for people,’ with service-users and their relatives feeling the service is well-run.
The inspection took place in September and gave an overall rating of Requires Improvement to the office. Any recommendations made by the CQC regarding record-keeping are already being put in place.
Our Heacham office received an award of Outstanding in all areas last spring after a February inspection.
There was again particular praise for our training programme, care-giving and the use of innovative technology, such as electronic call monitoring using a smart phone app to help both staff and service users.
Our culture of person-centred care affording dignity and delivered with compassion was noted at both offices.